Guide Protection & Returns

This app has truly transformed the way we handle shipping and customer satisfaction. The seamless integration into our Shopify store was impressive, and the user-friendly interface made it incredibly easy to set up and customize the shipping protection options. What we love most is how Guide Shipping Protection has significantly minimized customer concerns about lost or damaged shipments. The added layer of security and peace of mind for my shoppers is priceless

I've been using Guide Shipping Protection for a while now. They are so incredible to use! I love that the customer gets to choose if they want to protect their package and can pay an extra fee themselves for a low cost. It makes the process so much easier and less stressful. Love using them!

My mind has been at peace since the day I installed Guide shipping protection. Filing claims with USPS was a hassle and they always reject our claims, even when the tracking number shows that it was delivered to a different zip code. Chelsey, my contact from Guide team has been so helpful. She has helped me tremendously dealing some difficult claims. The one thing Guide can improve on is their processing time. Overall, i am a happy client and will continue to use Guide for my business.

We reached out to Guide a little over a year ago when we decided to move our site to the Shopify platform. We received a quick response from Ryan with Guide to send us over some information and set up a quick call to see exactly what our needs were and if they would be a good fit. They were quick to help us get set up and their response time to our customer's claims has been much quicker and less of a hassle for us then when working with normal 3rd party insurers. Our customers can provide all information quickly and efficiently directly to them. We love that our customers pay directly for this service and can opt in or out based on their needs. We're a very niche business with the majority of our products being custom made with extensive lead times, Guide just overall gives us and the customer a secondary layer of safety once the product is out of our hands whether its a high cost custom item, international shipment, or even an LTL shipment. We're very happy with the current service. We have found this service to be instrumental in keeping our customer satisfaction high.

Guide gets a 10/10 from the team here at Vette Lights! They have been instrumental in keeping customer satisfaction up and helping avoid those awkward times of waiting on the carrier to come back and close out an investigation after weeks of customer frustration. Would 100% recommend to anyone that regularly ships customer orders and is looking to make for a pain free process for their customers when the unexpected occurs!

It's safe to say, if your shipping out products from your online store you should have insurance. It's a good peace of mind to have when doing e commerce business.

This app is a great alternative to those like route who will overcharge and stick you in boxes. At Route they jumped the price 3x in a few months which turned to heavy drop in conversion and i eventually ended the relationship because they were trying to collect almost a 4% coverage cost. Guide will work with you to find a balance between the cost and your customers experience. There are things that have happened like double charges and in store pick up charges, which you've seen in some reviews here, but they've been attentive and have made strides to better their solution.

This app ease of mind for our customers and helps us pass on some additional cost. Very straight forward and fairly easy to setup. They have made some updates recently that have made it easier during workflow.

I am so happy to have installed this app. So many of my customers are taking advantage of this. No headaches and straight forward compensation for shipping protection. Good luck to the team here.

Guide has provided our customers extra layer of security and many of them opt-in. We have had 2 shipments damaged by couriers so far and dealing with Guide has been straight forward process, both to us and our customers. We recommend them to protect your shipments.

I use this app for my website. It gives me a piece of mind that my customers can purchase extra protection if there order gets lost. I no longer feel a burden to have to send a new package if protection was not purchased. Thank you

I love the idea of the protection. I had a bit of trouble setting it up because I’m not tech savvy whatsoever. But I will be using it for the first time today. And hope this will ease my customers minds about their packages.

Thus far this app seems like it will help with shipping issues. No problems so far! I can’t wait to see what it’s really about.

Here is a bit of information I wish we had known before installing the GUIDE app. First, the dashboard is "under construction", so you have no access to the app other than to install it. You must reach out to support to make any changes or updates. Secondly, when a customer does purchase GUIDE, they receive no information from GUIDE. We changed the language on our site to direct the customer on how to make a claim, but GUIDE currently offers no customizations and doesn't offer any auto messages. Thirdly, we offer our customers the option for IN-STORE pick up instead of shipping, and our customers are mistakingly or unknowingly buying GUIDE for their in-store pick ups. They are of course wanting a refund for GUIDE after they realize the mistake. We contacted GUIDE about the issue. We hoped to just remove GUIDE from orders that select "in-store pick up". The only solution they offered us to get a refund is GUIDE must have access to all our orders so they can verify we refunded the customer for GUIDE on an in-store pick up. Basically, the app doesn't seem fully developed. I gave GUIDE 2 stars because I do think the app seems to have potential but for now, it's lacking a lot of features we expected to have. Last issue, I have reached out to customer service 2 times asking what happens to potential claims if we decided to uninstall the app...I haven't gotten a response.

The customer service responses have been terribly slow. We agreed to a revenue split, and then Guide never paid us. When we try to ask where our money is we are ignored.

Great product. Allows us to save revenue and saves of time rather than having to file a claim with carriers.

This is a total disaster. support is terrible. cannot process claims. total scam as far as I am concerned.

So many of our customers include this in their orders! It has taken so much weight off our shoulders when it comes to dealing with upset customers over their lost/damaged in shipping packages! Truly does help out! Only reason I give it 4 stars and not 5 is because their only reimbursement method is PayPal. If you don't have that it's very limited in how they can reimburse you for the gift cards they issue.

Very easy to install I added a claim page to make it easy for buyers to put in a claim as needed . So far so good had a buyer put in a claim recently I ask them to report any bad experience. They reported they were delighted with the experience and results. Worth a try. Sam Diy Part Center Inc

Poor customer service. Constantly charging my customers double or triple. Cannot get the refunds. DO NOT RECOMMEND.